To transcribe and categorize a call recording, Conversation Analyzer requires both the language of the call and a categorization profile. Each call has associated data source values for Language and ConversationAnalyzerProfile. Conversation Analyzer uses these values to transcribe the recording in the correct language and identify the categorization profile to use for categorization. By default, Language and ConversationAnalyzerProfile values come from settings for the account, line, or callback number. You can also override these values using a Set Data Source applet. For more information about Language and ConversationAnalyzerProfile data sources, see Overview of Conversation Analyzer.
To override the value in the Language data source, perform the following steps:
Calls that Vonage Contact Center routes through this applet are now transcribed in the specified language. Conversation Analyzer also uses the value of Language to help identify the categorization profile to use to categorize the call.
The value of Language must be supported by Conversation Analyzer and in the following format. Data Announcer applets also use the Language property. These applets use the property to determine the language to announce certain data in. Conversation Analyzer transcribes recordings in the same language as the announcements, unless you reset the value of Language after the applets use the property, but before the end of the call. |
To override the value in the ConversationAnalyzerProfile data source, perform the following steps:
The value of data source ConversationAnalyzerProfile is set to the value you specify for any calls that Vonage Contact Center routes through this applet. Along with the value of Language, Conversation Analyzer uses the value in ConversationAnalyzerProfile to locate the categorization profile to use to categorize the call recording.